Sales Experience Manager - Boston at Richemont

The story of Cartier is founded on audacity and passion. For more than 170 years we have embraced a bold, pioneering spirit that continues to inspire our teams across all Métiers from our boutiques to our workshops and corporate offices. Our 9000+ colleagues of 105 nationalities are united by a shared independent spirit and commitment to excellence, striving to continuously enrich our Maison’s heritage by pushing the boundaries of creativity.

At Cartier North America, we are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.

Job Mission 

The Sales Experience Manager leads the team to provide exceptional experiences for all clients – achieving or exceeding the boutique’s goals (sales and all other). The Sales Experience Manager motivates the team to cultivate each client encounter into an ongoing and trusted relationship that will continue to drive the Cartier legacy. 

Key Responsibilities

• Drive sales and care service team to consistently achieve or exceed sales targets and KPI’s
• Prepare and analyze regular sales reporting and Maison tools that provide qualitative analysis for business development
• Demonstrate ability to establish strong rapport with partners in Corporate and leaders across the Maison
• Master expertise of the boutique business and assess local market opportunities to implement a proactive and effective sales and client development strategy
• Strategize outreach to local prestige market and cultivate current prestige partnerships to increase prestige sales within the boutique
• Develop business acumen that assesses and strategizes effectively based on data and local market intelligence

Leadership & Team development 
Communicates a compelling vision and inspires others to deliver results

• Build a high performing team by coaching, providing consistent feedback, and defining appropriate IDP’s and learning opportunities for Assistant Manager direct reports
• Proactively and effectively lead and develop teams in partnership with boutique leader / HR on succession, individual development journeys, and career planning
• Comfortable developing and leading Assistant Managers and driving their development and career journeys
• Skilled in all aspects of performance management and managing a myriad of people situations for optimal performance
• Communicate regularly on Maison strategies and knowledge, boutique targets, client experience best practices, local/global competitive landscape, and industry news
• Effectively manage the complexity of the day-to-day business operations to support the team
• Contribute to building a positive and inclusive culture

Client Centricity 
Delivers a distinctive client experience

• Lead and drive boutique Client Development and Client Experience action plans
• Deep development/elaboration and command of client development initiatives
• Plan, curate, and execute plans for exceptional client experiences to build long term relationships
• Identify client development gaps; create solutions and strategies to execute
• Ability to resolve and/or de-escalate complex client challenges independently
• Skilled with leading face to face VIP experiences and client interactions
• Ability to demonstrate and coach to the selling ceremony and elevated client experience behaviors
• Lead by example in all client interactions
• Demonstrate strong knowledge of EIP, VIP and High Potential clients

Agility and Growth Capability
Continually finds ways to contribute to Success

• Demonstrate and coach organizational agility; successfully pivot and multi-task in changing environments
• Promote, lead, and champion change as a positive and necessary part of the boutique’s success at the individual and group level
• Be a subject matter expert in key areas of the business with boutique teams and key regional/corporate partners
• Demonstrate self-awareness; proactively source and implement feedback from various sources
• Successfully navigate interpersonal group dynamics; react, adapt, and build trust and rapport
• Uphold Cartier values with the ability to project and create an inclusive boutique culture
• Create a positive and productive boutique environment by leveraging both personal and team savoir-faire to always create a highly collaborative network both in person and via telephone
• Look for improvement opportunities within the boutique and take the initiative to propose and implement solutions while ensuring changed behaviors are sustained and consistent

Operational Excellence 

• Influence continuous operational improvements and adapt the boutique business model to the client journeys
• Ensure team members consistently adhere to proper execution of all procedures / compliance (ex. sales / finance procedures and cash management, security, and safety procedures, etc.)
• Ensure successful inventory execution
• Optimize boutique controllable operating expenses and effective budget oversight
• Support leadership in developing and executing clear actions to constantly improve the overall boutique operations and flows to improve the client experience
• Promote a “continuous improvement mindset” by creating the conditions to collect feedback from the team on pain points and brainstorming on possible solutions
• Lead and/or participate in the daily/annual boutique activities to include set up and break down of boutique for opening and closing, inventories, audits, etc.
• Skilled in operational processes and technologically savvy with company tools and applications
• Promote knowledge, adoption, and accountability of tools in an effective way

Ambassadorship and Maison Image

• Act as Maison ambassador and uphold boutique image
• Embrace the true value of the Maison DNA and lead by example
• Partner appropriately within boutique team and Corporate to ensure that the boutique meets Cartier standards through regular maintenance and cleaning
• Opportunity to promote Maison’s heritage, products, and employer of choice in all external interactions including social media

Qualifications

• Bachelor’s degree in a related field is a plus 
• Additional language skills are a plus 

Industry experience

• 7 to 10 years of management, especially in luxury retail or hospitality 
• Required experience managing direct reports, preferred experience in leading leaders

Technical skills / abilities 

• MS Office experience required; SAP knowledge preferred
• Experience working in complex business environments or projects (i.e., multi-level locations, opening a boutique, leading HJ events)

Personal skills

• Must be available to work retail hours (including evenings and weekends), overnight travel for trainings, client events, and other business events as needed
• Excellent interpersonal and communication skills are required
• Strong attention to detail with the ability to handle multiple tasks simultaneously and with precision
• Ability to work in a fast-paced, evolving environment
• Excellent analytical, organizational, and interpersonal communication skills are required 
• Strong understanding of client service needs and priorities (internal and external) 
• Collaborative approach with ability to foster a positive and inclusive work environment
• Ability to motivate and inspire others, and instill trust
• Proactive approach to analyzing business and human resource needs

WE OFFER

We care about our associates health and wellbeing and offer a comprehensive benefits program to support you and your loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are available to support your financial needs, along with access to the employee assistance program for you and your household members. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of wellness and work-life-balance, our package includes a wellness reimbursement benefit and paid time off. We also encourage associates to give back to their local community by using their volunteer time off days to support important initiatives that drive change. At Richemont, We Craft the Future!

Base salary: $120,000 - $132,000, please note - salaries will be negotiated based on relevant skills and experience. 

*This job description may not be inclusive of all assigned duties, responsibilities, or job aspects described and is subject to amendment as needed at the sole discretion of the employer

Richemont owns several of the world's leading companies in the field of luxury goods, with particular strengths in

jewellery, watches and writing instruments. Cartier joined the Group in 1988.

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